Exchange & Return Policy

Seller's Information

We are committed to providing quality products to our customers. All products are checked for quality before delivery. However, we will exchange and refund based on the following terms and conditions:

* Wrong item delivered, defected item or quality problem.* Claims for exchange or refund must be made within 5 days from goods received. Please make sure the item is not being used and returned product must be in original condition (not worn) with complete labels and tags. * Any used, scratches or damages caused by customers careless will not be accepted.* Unless it is our mistake of sending the wrong item, other reasons of return are not allowed for item exchange.* You must contact us in advance or email to us before you return the items.

NON-RETURNABLE ITEMS:VICTORIA GLOBAL SDN BHD ( DO NOT ACCEPT )returns of certain products, including:* Any product more than 5 days after receipt.* Not returnable if not reason.* Any product that is not in its original condition, damaged, or missing parts.* Any free gift product and samples.* In the event of dispute, Victoria global sdn bhd decision shall be final and conclusive.

Monday-Friday (excluding Public Holidays) 9am-5.30pm.You have to include the following details in the email:- Order no:- Contact no:- Product to return or exchange:- Reason for return or exchange (so that we can improve!):- Name- Address

11Street Return/Exchange Policy

Cancellation

Request for cancellation if product has not been dispatched after payment completion.

Strictly no cancellation for E-voucher after purchased.

Return

Request for return within 7 calendar days following delivery date.

Check seller's approval on buyer's request.

Buyer sends product in question to seller.

Seller receives and checks returned product.

Seller approves return and return is completed.

Strictly no return or refund for E-voucher.

Exchange

Request for exchange within 7 calendar days following receipt of delivery.

Check seller's approval on buyer's request.

Buyer sends product in question to seller.

Seller receives and checks returned product

Seller send new product to buyer, and buyer receives it, and exchange is completed.

No exchange for E-voucher purchased.

How to Request for Cancellation/Return/Exchange

You can request for cancellation after completing payment and if product has not been dispatched by then, cancellation request is approved and you can receive refund. But, in case seller has already dispatched product, cancellation request can be rejected.

You can request for return after obtaining product, you should send the product in question to seller. After seller checks if returned product is flawed, and approves your request, return is completed and payment is refunded.

You can request for exchange if wrong product is shipped, you should send the product in question to seller. After seller checks if returned product is flawed, seller approves your request, and re-sends new product.

Criteria for Return/Exchange

You can request for return/exchange within 7 calendar days following delivery date. But return/exchange request cannot be made in following cases:

When request due to change of mind is made after 7 calendar days following delivery date

When product is used, destroyed or damaged

When tag attached to product is removed or package of product is opened and product value is damaged

When sealed package is opened or packaging materials are lost

When too much time has passed and product value has so decreased that its re-sale is not possible

When return/exchange request is made for customized product such as hand-made shoes or accessories

When components of product (including free gift) have been used or lost

When buyer did not follow instructions included in product

As e-voucher products are immediately sent to your e-mail, returns/exchanges are not available. Please take note of this before purchase, and input your e-mail address correctly.

As Mobile Top-up products are directly reloaded on your cell phone number, returns/exchanges are not available. Please take note of this before purchase, and enter your cell phone number correctly.

For any inconvenience regarding Cancellation/Return/Exchange, please email to hello@11street.my and we will do our best to help you.

Notice

Please note that, direct transaction with the seller without using 11street payment service can cause problems such as; not receiving the product, receiving different product etc.

For sales products and contents registered by the seller, 11street run by Celcom Planet has no responsibility on any of the registered contents.

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About 11street

11street is a trustworthy and convenient online marketplace that offers a great variety of products at competitive prices. It strives to revolutionise consumer’s online shopping experience by making it more personalised and engaging. 11street has a diverse selection of product categories which are tagged on Fashion, Electronics, Groceries, Health & Beauty, Kids & Baby, Leisure & Sports, Home & Living, and Books & Services including e-vouchers. 11street is also an optimised marketplace where its merchandising ecosystem, education, and training programs can fully support sellers regardless of the size of their business. 11street is an open marketplace operated by Celcom Planet Sdn. Bhd. – a joint venture between Axiata Digital Services Sdn Bhd, SK Planet Ltd, and PUC Ventures Sdn Bhd.